When someone submits a problem via email@example.com, I’d suggest that you don’t mark the ticket as “SOLVED” until the problem is actually solved. I currently have several tickets in your support system that were marked “solved” with no resolution AND THEY ARE STILL PROBLEMS.
The message conveyed to the user when their unsolved problems are marked as being solved is “Screw you, customer, we’re not going to do anything more for this issue.”
(In my case, that might actually be the case - considering how abrasive I am and how so many of my tickets are marked as “solved” and no fix was ever made for the issues.)
@Tyler , I know you aren’t support@ anymore, but I’m hoping you can get suggestion to the proper people. I’ll put a few more tags on as I really have no idea who reads the forums who works with support@: @April, @Ben, @alex